Monitoring and runs
Once a journey is live, you'll want to see it working — who's moving through it, where they've gotten stuck, and whether anything failed. Every journey has its own monitoring view for exactly that, and there's a separate list that pulls together failed runs from every journey at once, so you don't have to check each one individually.
Watching a journey run
Open a journey and go to its monitoring view to see a running tally of contacts currently in the journey, waiting at a step, completed, or failed, along with a table of every run — one row per contact, showing their status, current step, when they enrolled, and when they were last active. Click a row to open a detail panel showing the outcome of each step that contact has passed through so far.
From that detail panel, you can also open a full contact trace — a decision-by-decision view of everything worked out for that contact across every journey that has touched them, including why each choice was made at every branch along the way. It's the most detailed view available for a single contact, useful when a result looks surprising and you want to know exactly why.
The monitoring view also has a tab for incoming events — the actions and signals (like a form submission or an email click) that can start or move a journey along — showing how many arrived recently and how many actually matched and triggered something. If an event came in but didn't match, expand it to see why, which helps explain a contact you expected to enter a journey but didn't.
If the journey uses an Approval gate, pending approvals also show up in this same monitoring view. See Approvals for how to review those requests — not covered again here.
Finding failed runs
A run fails when a contact's journey hits a step it couldn't complete — for example, a message that couldn't be sent. Failed runs for a single journey show up in that journey's monitoring view, with the reason for the failure and a one-click Retry. To see every failed run across all of your journeys in one place instead, use the Failed runs list under Automations, which lets you filter to runs still eligible for a retry versus ones that have stopped for good, and retry or stop a run from there.
Metrics
Where a journey sends messages, you can pull up a metrics view for a specific send to see high-level numbers like how many messages went out and how recipients responded — a quick read on performance without digging through individual contact runs.
Pausing and resuming a journey
Pausing a journey from its monitoring view stops all of its in-flight runs, not just new enrollments — every contact currently moving through the journey freezes in place, and no messages send or AI credits get used while it's paused. New contacts also stop enrolling. Resuming picks every run back up from exactly where it froze, so nobody skips a step or repeats one because of the pause.
AI nodes and credits
Steps like AI decision and Generate message call the AI model for every contact at the moment they run, so they're AI Credits Intensive — a journey with a lot of contacts flowing through one of these steps can use up your AI credits noticeably faster than a journey that only sends static messages.
Running out of AI credits doesn't fail your journeys. When a run reaches an AI node and there aren't enough credits available, that run holds at the step and resumes automatically once credits are available again — availability is re-checked periodically, so you don't have to do anything by hand. If credits stay unavailable for a long stretch (seven days by default), the run is marked failed and shows up in the failed-runs view instead of holding forever.
Tips
- Use the contact trace when a single contact's outcome looks wrong and you want the full reasoning behind every decision the journey made for them.
FAQ
Q: A journey went live before I felt ready. Can I stop it? A: Yes. Pause it from its monitoring view — that stops new contacts from entering and freezes every run already in flight, so no further messages go out. Resuming picks each run up exactly where it froze. To change the journey itself, use Edit as new version, which pauses the live version and gives you a fresh draft to work on.